Director, Customer Support Vertafore, Inc.
The Director, Customer Support position requires demonstrated commitment to uncompromised customer service. The candidate will have extensive knowledge and successful experience in leading contact center operations and customer support organizations in a technology company. This role is a key member of the customer support leadership team responsible for creating and leading our support strategy.
? Provide knowledgeable resources to solve customer issues as quickly as possible while delivering added value to their business
? You are passionate about providing the best possible levels of customer services and will have proven experience of motivating and driving performance improvements within a team.
? You will lead customer support teams who support over 56 different Vertafore products across five different locations
? You are excited to oversee daily contact center operations and performance metrics across all support locations as well as setting new strategy and visions and implementing them to better our Customer?s experience.
? You are a proven Customer Support thought leader who will provide direction to peers & teams in the Customer Support organization as they work to create a best in class customer support organization
? You will have passion in creating an exceptional customer experience that differentiates us in the industry and will have proven experience of motivating and driving performance improvements within a team.
? Developing and implementing practices, philosophies, behaviors, and tools that will delight our Customers with every interaction.
? Driving continual improvement in everything that we do, including; people, technology, processes, service and product.
? Support training and quality program to ensure technical accuracy and customer delight in every interaction
? Manage to departmental financial objectives by forecasting requirements, and actively participating in the development of the annual budget.
? Successfully achieving the departmental KPI?s, with a focus on Cost, Quality, Execution, and People.
The successful candidate will possess the following core competencies and experience:
? You are passionate about providing the best possible levels of customer services and have proven experience of motivating and driving performance improvements within a team.
? Strategic thinking combined with the ability to execute
? Strong personal and team leadership, proven ability to build high performing engaged teams
? Strong problem solver with experience of executing solutions successfully for a positive customer experience
? Experience creating new business value and leading major change initiatives
? 10+ years? experience in the software customer support business, including 7+ years in leadership positions in complex, multi-product environments
? Proven experience in process improvement and identifying areas for increased operational efficiencies
? 7+ years? experience managing in a fast paced, multi-channel contact center environment
? Hands-on experience managing contact center operations teams, including resource management, incident management, business continuity and data analytics
? Experience in leading through significant process, organizational and system changes with positive results
? Strong written and verbal skills with proven ability to make effective presentations to C-level executives as well as Vertafore business units.
? Bachelor?s degree or equivalent experience, MBA or advanced degree preferable
The work culture in Bothell is relaxed and yet driven. We believe it?s important to work hard and still find a balance between work and the rest of life. Our building is configured to facilitate collaboration within and across functions. Bothell, our headquarters, is located half an hour from downtown Seattle and has nearby access to trails, lakes, mountains, and the Puget Sound.
Up to 15% of the time
WHY VERTAFORE: Be part of the transformation, unleash your potential and make an impact!
Over the past 40 years, Vertafore has advanced the business of insurance by bringing together the best software in the industry to help agencies, carriers, and MGAs run their organizations. Today, we?re proud to say hundreds of thousands of Vertafore users rely on our solutions to write business faster, cut costs, and fuel growth by increasing collaboration and streamlining processes. Vertafore helps our customers deliver exceptional value to their clients with innovative, intuitive, and comprehensive products and services. Vertafore leads the industry with secure, cloud-based mobile products that provide superior reporting and analytics, delivering actionable insight? right when customers need it most.
Vertafore strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law equal employment. Visit http://www.vertafore.com/careers today!
||Bothell, WA |